Position Summary with Job Responsibilities
Position Description Format
Position Name Manager – EV Customer Quality Position level Level 5
DEM position name Lead – Plant Customer Quality DEM position level Level 4
FEM position name FEM position level
Purpose of the position:
This position will act as Customer Representative in the Plant and is responsible for resolution of Warranty/ field issues by implementing quality improvements through participation in CFTs and providing technical support to field for critical issues through Dealerships/ Customer support in order to improve customer satisfaction.
Dimensions of the position
IPTV / EPV Reduction for respective aggregate
Personal Profile
Education B.E./B.Tech (Electrical, Electronics and E & TC)
Skills/ Competencies 1) Driving Execution
2) Customer Centricity
3) Problem solving orientation
4) Analytical skills
5) Technical knowledge of Electronics & Communication Products
Relevant Experience:
1. Automobile OEMs Industry with 4 to 10 years of experience
2. EV OEMs Industry, Knowledge of power devices. Experience in automation/communication units/Electronics Maintenance would be preferred.
Education
Work Experience
Key Responsibilities:
S.N. Key Responsibility & Key Tasks
1 Quality Improvement Drive:
• Participate and work with cross functional teams for Issue Resolution and recurrence prevention through structured root cause analysis
• Plan and execute structured root cause analysis for major quality issues
• Ensure closure of issues with MBPA for supplier quality process, design issues, software version update.
• Ensure updates for periodic review with ERC, Current Quality, Advance Quality, Technical Services along with senior management in forums like Quality Review Meetings
2 Customer satisfaction surveys for respective aggregate:
• Detailed analysis of field surveys for respective aggregate
• Participate and facilitate cross-functional teams for major IQS issues resolution
• Facilitate customer calling of QRT to capture VOC and plan further actions based on the VOCs
• Plan customer visits to understand customer problems as per requirement of CFT.
• Work on detailed action planning for senior management reviews.
3 Field Actions for Critical Issues:
• Analyse and find out root cause for critical field issues.
• Ensure action plan along with the CFTs
• Execute details of the field actions with support from CFT and coordinate with customer care for implementing the same in field .
• Monitor and ensure timely execution of FAC in the field through customer care.
4 New Product Launches:
• Participate in quick response team for respective aggregate
• Review the daily claims under QRT
• Attend cases in field as per management requirement for critical field issues to resolve and under the issues
• Work with the CFT to identify root cause for the issues and plan actions to resolve the same
• Co-ordinate with CFTs and plan FAC for addressing major field issues after reviews with senior management
• Ensure timely closure of FACs & closure of recall & retro fitment activities within stipulated timeframe
Tata Motors Leadership Competencies
Functional Competencies
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